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Application Support Engineer - Atlanta, GA

Company: Choice Technology Group
Pay: 75k - 85k 10-20% annual bonus
Job type: full-time
Category: Information Technology and Services

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Job description


Our client is a well-funded start up with over 100 employees and 6 offices around the world. The Application Support Engineer serves as a primary point of contact for customer escalations, providing technical and deployment assistance to customers and internal stakeholders. The Technical Support Engineer works closely with Customer Care, Development, Implementation, Sales and Product Management to ensure our client is delivering overall superior service and support to our customers.

General Responsibilities:- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
- Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframe.
- Document, route, track, escalate and update customers, as well as management, on status of issues as required.
- Provide prompt and accurate feedback to customers, ensuring their understanding of the steps needed to resolve issues.
- Build rapport and elicit problem details from non-technical or technical customers.
- Use approved protocol to communicate with development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem.
- Perform system testing as a final validation before release to customer.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Provide senior-level support and guidance for Level 1 Customer Care staff.
- Maintain an in-depth understanding of our client's products and support protocols.

Qualifications:- Preferred 5 years Tier 2/3 enterprise-level technical and application support experience.
- Knowledge of C#, ASP.NET and HTML.
- Highly proficient in SQL Server Reporting Services (SSRS) (preferably 2005 or above).
- Strong knowledge of querying databases and amending database objects (views, stored procedures, etc.) using Transact-SQL (T-SQL)
- Ability to design and write SSRS Reports.
- Strong ability to write SQL scripts and stored procedures.
- An understanding of the role of Service Level Agreements (SLAs) within an IT environment.
- Demonstrated FTP knowledge and experience.
- B.S. in Computer Science or closely related field from a four-year college or university highly desired.
- High degree of analytical and problem solving abilities.
- Strong debugging and troubleshooting skills.
- Outstanding communication skills, both verbal and written.
- Demonstrated ability to manage and resolve stressful customer situations.
- Enthusiasm for product knowledge acquisition
- Ability to sit or stand for prolonged periods of time.
- 0-15% Travel - potential to travel to UK

Off-hours, on-call support may apply on a rotating basis from home.

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